quality management & productivityyunus.hacettepe.edu.tr/~asbay/kmu310/index_dosyalar/lecture...

Meryem ŞAHİN TÜTÜNCÜHacettepe University Department of Chemical Engineering

KMÜ 310

QUALITY MANAGEMENT & PRODUCTIVITY

Meryem ŞAHİN TÜTÜNCÜ

Chemical Engineer (Hacettepe University Department of Chemical Engineering) Head of Quality Management System and Productivity Department to TÜBİTAK Experiences of Quality Management Systems, service management and

information security systems (CMMI, ISO 9001, ISO 27001, ISO 20000, AQAP-150, AQAP-160, AS 9100/9006, IEEE 12207, ITIL) for 21 year’s.

Experiences of Perception Survey design, implementation and analysis CMMI L-3 (TÜBİTAK Space Technologies Research Institute) and CMMI L-4

(TÜBİTAK Software and Data Management Institute) Process Improvement Projects as Project Manager in TÜBİTAK.

10 year’s experience in defense systems domain. 2 year’s experience in space domain. Management of CMMI Level-3 (Defence Company) Improvement Projects,

experience in CMMI Class A, Class B Appraisals as CMMI Level-3 SCAMPI A Appraisal Team Member, Ownership of CMMI processes - Product and Process Quality Assurance.

[email protected]

[email protected]

mailto:[email protected]

mailto:[email protected]

What is Expectation? (Iterative)

33

1 2 3

Iterating allows you

to move from vague

idea to realization

3

What is Expectation? (Incremental)

4

1 2 3

But, incrementing

calls for a fully

formed idea

4

What is Expectation?

5

Lecture OutlineChapter 1• Quality Concepts• History of Quality Methodology• Quality GurusChapter 2• Evolution of Quality• Quality Management• Deming’s Principles• Total Quality ManagementChapter 3

• Process Approach• Process Improvement• Tools and TechniquesChapter 4

• Quality and ProductivityChapter 5

• Cost of QualityChapter 6

• Quality Awards and Quality Standards6

1st Edition, 1982 7

OthersNicholas, J., 1998, Competitive Manufacturing Management, Irwin/McGraw Hill, USA

Kalite Yönetimi Kuram, İlkeler, Uygulamalar Prof. Dr. Hasan Şimşek Seçkin Yayıncılık, Mart 2010

Juran's Quality Handbook, Sixth Edition

Quality Management for Organizational Excellence, Goetsch, D. L. ve Davis, S. B., 2014, 7th Edition, Pearson, Great Britain.

8

Chapter 1

What is Quality?

Meaning of Quality

Dimensions of Quality

History of Quality Methodology

Quality Gurus

9

What is Quality?

10

What does the word “quality” mean to you?

• Think about your past experiences staying at various hotels. Did you stay at a “quality” hotel? What about the experience made it a “quality” experience for you?

• Think about a product you bought. How can you define its “quality”?

11

What does the word “quality” mean?

https://www.facebook.com/PorscheCentreWilloughby/videos/1126756607406845/

12

What does the word “quality” mean?

https://www.youtube.com/watch?v=RxPZh4AnWyk

13

What is Quality?

Aristoteles (Aristo) (BS 384– BS 322) Ancient Greek philosopher.

What is Quality?

What is Quality?• Conformance to specifications (British Defense Industries

Quality Assurance Panel)

• Conformance to requirements (Philip Crosby)

• Fitness for purpose or use (Juran)

• A predictable degree of uniformity and dependability, atlow cost and suited to the market (Edward Deming)

• Synonymous with customer needs and expectations(R J Mortiboys)

• Meeting the (stated) requirements of the customer- nowand in the future (Mike Robinson)

• The total composite product and service characteristicsof marketing, engineering, manufacturing andmaintenance through which the product and service inuse will meet the expectations by the customer (ArmandFeigenbaum)

18

What is Quality?• “The degree to which a system, component, or process meets

(1) specified requirements, and

(2) customer or users needs or expectations” (IEEE)

• The totality of features and characteristics of a product orservice that bears on its ability to satisfy stated or impliedneeds” (ISO 8402)

• Degree to which a set of inherent characteristics fulfilsrequirements (ISO 9000:2015)

19

Defining Quality

The totality of features and characteristics of a product or service that bears on its ability to

satisfy stated or implied needs

American Society for Quality

20

Different Views

User-based: better performance, morefeatures

Manufacturing-based: conformance tostandards, making it right the first time

Product-based: specific and measurableattributes of the product

21

Implications of Quality

1. Company reputation

Perception of new products

Employment practices

Supplier relations

2. Product liability

Reduce risk

3. Global implications

Improved ability to compete

22

Key Dimensions of Quality

Performance

Features

Reliability

Conformance

Durability

Serviceability

Aesthetics

Perceived quality

Value

23

Of the many meanings of the word “quality,” two are of critical importance to managing for quality:

1. “Quality” means those features of products which meet customer needs andthereby provide customer satisfaction. In this sense, the meaning of quality isoriented to income. The purpose of such higher quality is to provide greater customersatisfaction and, one hopes, to increase income.

However, providing more and/or better quality features usually requires an investment and hence usually involves increases in costs. Higher quality in this sense usually “costs more.”

2. “Quality” means freedom from deficiencies—freedom from errors that requiredoing work over again (rework) or that result in field failures, customerdissatisfaction, customer claims, and so on. In this sense, the meaning of quality isoriented to costs, and higher quality usually “costs less.”

Meaning of Quality

24

Meaning of Quality

Webster’s Dictionary degree of excellence of a thing

American Society for Quality totality of features and characteristics that

satisfy needs

Producer’s and Consumer’s Perspective

25

Meaning of Quality:Producer’s Perspective

Quality of Conformance

Making sure a product or service is produced according to design

if new tires do not conform to specifications, they wobble (tereddüt etmek/bocalamak)

if a hotel room is not clean when a guest checks in, the hotel is not functioning according to specifications of its design

26

Meaning of Quality:Consumer’s Perspective

Fitness for use how well product or service

does what it is supposed to

Quality of design designing quality

characteristics into a product or service

A Mercedes and a Ford are equally “fit for use,” but with different design dimensions

3-27

Meaning of Quality:A Final Perspective

Consumer’s and producer’s perspectives depend on each other

Consumer’s perspective: «PRICE»

Producer’s perspective : «COST»

Consumer’s view must dominate

28

Fitness for

Consumer Use

Producer’s Perspective Consumer’s Perspective

Quality of Conformance

• Conformance to

specifications

• Cost

Quality of Design

• Quality characteristics

• Price

MarketingProduction

Meaning of Quality

Meaning of Quality

29

Dimensions of Quality:Manufactured Products

Performance basic operating characteristics of a product; how well

a car is handled or its gas mileage

Features “extra” items added to basic features, such as a

stereo CD or a leather interior in a car

Reliabilityprobability that a product will operate properly

within an expected time frame; that is, a TV will work without repair for about seven years

30

Conformancedegree to which a product meets pre–established

standards

Durabilityhow long product lasts before replacement

Serviceabilityease of getting repairs, speed of repairs, courtesy and

competence of repair person

Dimensions of Quality:Manufactured Products (cont.)

31

Aestheticshow a product looks, feels, sounds, smells, or tastes

Safety assurance that customer will not suffer injury or

harm from a product; an especially important consideration for automobiles

Perceptions subjective perceptions based on brand name,

advertising, and the like

Dimensions of Quality:Manufactured Products (cont.)

32

33

Understanding

Reliability / Consistency

CommunicationCredibility

Security

Responsiveness

Competence

Courtesy

Accessibility

Dimensions of Quality For Services

Completeness

34

Dimensions of Quality For Services

Dimensions of Quality: Service

Time and TimelinessHow long must a customer wait for service, and is it

completed on time? Is an overnight package delivered overnight?

Completeness Is everything customer asked for provided? Is a mail order from a catalogue company complete

when delivered?

35

Dimensions of Quality: Service (cont.)

CourtesyHow are customers treated by employees?Are catalogue phone operators nice and are their voices

pleasant?

Consistency Is the same level of service provided to each customer

each time? Is your newspaper delivered on time every morning?

36

Accessibility and convenienceHow easy is it to obtain service?Does a service representative answer you calls quickly?

Accuracy Is the service performed right every time? Is your bank or credit card statement correct every month?

ResponsivenessHow well does the company react to unusual situations?How well is a telephone operator able to respond to a

customer’s questions?

Dimensions of Quality: Service (cont.)

37

Dimensions of Quality

1. PerformanceWill the product/service do the intended job?

2. Reliability

How often does the product/service fail?

3. Durability

How long does the product/service last?

4. Serviceability

How easy to repair the product / to solve the problems in service?

38

Dimensions of Quality5. Aesthetics

What does the product/service look / smell / sound/feel like?

6. Features

What does the product do/ service give?

7. Perceived Quality

What is the reputation of the company or its products/services?

8. Conformance to Standards

Is the product/service made exactly as the designer/standard intended?

39

Quality in different areas of society

Area Examples

Airlines On-time, comfortable, low-cost service

Health CareCorrect diagnosis, minimum wait time, lower cost, security

Food Services Good product, fast delivery, good environment

Postal Services fast delivery, correct delivery, cost containment

AcademiaProper preparation for future, on-time knowledge delivery

Consumer Products Properly made, defect-free, cost effective

Insurance Payoff on time, reasonable cost

Military Rapid deployment, decreased wages, no graft

Automotive Defect-free

Communications Clearer, faster, cheaper service40

Why Quality is Important?

No quality, no salesNo sale, no profit

No profit, no jobs

42

Importance of Quality

• Costs & market share

• Company’s reputation

• Product liability

• International implications

Increased

Profits

Lower Costs

Productivity

Rework/Scrap

Warranty

Market Gains

Reputation

Volume

Price

Improved

Quality

43


• Reach back into antiquity, especially into China,India, Greece and the Roman Empire : skilledcrafstmanship.

• Industrial Revolution (18th century): need for moreconsistent products that are mass-produced andneeded to be interchangeable. Rise of inspectionafter manufacturing completed and separate qualitydepartments.

44


• Science of modern quality methodology started by R.A. Fisher perfected scientific shortcuts for shiftingthrough mountains of data to spot key cause-effectrelationships to speed up development of cropgrowing methods.

• Statistical methods at Bell Laboratories: W. A.Shewhart transformed Fisher’s methods into qualitycontrol discipline for factories (inspired W.E. Demingand J. M. Juran); Control Charts developed by W. A.Shewhart; Acceptance sampling methodologydeveloped by H. F. Dodge and H. G. Romig

45


• World War II: Acceptance of statistical quality-control concepts in manufacturing industries (moresophisticated weapons demanded more carefulproduction and reliability); The American Society forQuality Control formed (1946).

• Quality in Japan: W.E. Deming invited to Japan togive lectures; G. Taguchi developed “Taguchimethod” for scientific design of experiments; TheJapanese Union of Scientists and Engineers (JUSE)established “Deming Price” (1951); The QualityControl Circle concept is introduced by K. Ishikawa(1960).

46


• Quality awareness in U.S. manufacturing industryduring 1980s: “Total Quality Management”; Qualitycontrol started to be used as a mangement tool.

• Malcolm Baldrige National Quality Award (1987)

• International Standard Organization’s (ISO) 9000series of standards: in 1980s Western Europe beganto use; interest increase in US industry in 1990s;Became widely accepted today: necessaryrequirement to world-wide distribution of productand a significant competitive advantage.


• Quality in service industries, government, health care, and education

• Current and future challenge: keep progress in quality management alive

• To sum up: A gradual transition

Statistical Quality Control

Quality Assurance

Quality Management

47

Quality GurusWalter Shewart

In 1920s, developed control charts Introduced the term “quality assurance”

W. Edwards DemingDeveloped courses during World War II to teach

statistical quality-control techniques to engineersand executives of companies that were militarysuppliers

After the war, began teaching statistical qualitycontrol to Japanese companies

Joseph M. Juran Followed Deming to Japan in 1954 Focused on strategic quality planning

48

Armand V. Feigenbaum In 1951, introduced concepts of total quality control

and continuous quality improvement

Philip Crosby In 1979, emphasized that costs of poor quality far

outweigh the cost of preventing poor quality In 1984, defined absolutes of quality management—

conformance to requirements, prevention, and “zerodefects”

Kaoru IshikawaPromoted use of quality circlesDeveloped “fishbone” diagramEmphasized importance of internal customer

Quality Gurus (cont.)

49

The Quality Gurus Edward Deming

1900-1993

1986

Quality is “uniformity and dependability”

Focus on SPC and statistical tools

“14 Points” for management

PDCA method

50

The Quality Gurus Joseph Juran

1904 - 2008

1951

Quality is “fitness for use”

Pareto Principle

Cost of Quality

General management approach as well as statistics

51

W. Edwards DEMINGThe Einstein of Quality

52

Chapter 2

Evaluation of Quality

Deming’s Principles

Total Quality Management

53

1. Step

Quality Control

Inspection

Poor quality consciousness

1920s

2. Step

Quality Assurance

Process Improvement

The participation of employees

1960s

3. Step

Quality Management

Process capability andproductivity

1980s

4. Step

Excellence

New cultural direction

2000s

TOPLAM KALİTE YÖNETİMİ

Evolution of Quality

54

55

Evolution of Quality Control and Management

Quality control by inspection

Statistical quality control

Total quality control

Total quality management

Six sigma

ISO 9000 standard series

Scientific approaches such as statistical process control, total productive maintenance, quality function deployment

Adapted from: Park (2003)

1930 1950 1990

F.W

. Tay

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W.A

. Sh

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W.E

. Dem

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J.M

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P. C

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Quality Management

Quality Management

Quality Planning Quality Assurance Quality Control

Criteria driven Prevention driven Inspection driven

56

Quality Management Components

Quality Planning It identifies the standards and determines how to satisfy

those standards It lays out the roles and responsibilities, resources,

procedures, and processes to be utilized for quality controland quality assurance

Quality Assurance It is the review to ensure aligning with the quality

standards. An assessment will be provided herePlanned and systematic quality activitiesProvide the confidence that the standards will be met

57

Quality Control It addresses the assessment conducted during Quality

Assurance for corrective actions

Measure specific results to determine that they match thestandards

Use of Statistical Process Control (SPC) : a methodology formonitoring a process to identify special causes of variationand signal the need to take corrective action whenappropriate

SPC relies on control charts

Quality Management Components

58

59

Quality Planning

60

Quality Control

61

Quality Assurance

History

62

63

Quality of products

Reduction of cost

Reduction in time-to-market

Quality of services

Innovation

Environmental, social and

individual responsibility

Products

Processes

Services

Customers/stakeholders

Environment

Society

Change of Emphasis in Total Quality

https://www.youtube.com/watch?v=mLRnqC69c9Q

https://www.youtube.com/watch?v=OXYZENDzvoc

https://www.youtube.com/watch?v=tDu47czfwiI

64

https://www.youtube.com/watch?v=tsF-8u-V4j4

65

66

As J.M. Juran and W.E. Deming have maintained since 1950’s

“At least 85% of an organization’s failures are thefault of management-controlled systems. Workerscan control fewer than 15% of the problems. Inquality leadership, the focus is on constant andrigorous improvement of every system, not onblaming individuals for problems.”

Source: P.R. Scholtes, Total Quality Management, Peter Scholtes, Inc., 1991, 1-12.

Continually Improving Processes and Systems

Deming’s 14 Principles

1. “Create Constancy of Purpose” Define the problems of today and the future Allocate resources for long-term planning Allocate resources for research and education Constantly improve design of product and service

2. “Adopt A New Philosophy” Quality costs less not more Superstitious learning The call for major change Stop looking at your competition and look at your

customer instead

https://www.youtube.com/watch?v=gpBUZZnoZTI

67


3. “Cease Dependence On Inspection For Quality” Quality does not come from inspection Mass inspection is unreliable, costly, and ineffective Inspectors fail to agree with each other Inspection should be used to collect data for process

control

4. “End Proactive Awarding Of Business Based On PriceAlone” Price alone has no meaning Change focus from lowest inital cost to lowest cost Work toward a single source and long term

relationship Establish a mutual confidence and aid between

purchaser and vendor

68


5. “Improve Every Process Constantly / Forever” Quality starts qith the intend of management Teamwork in design is fundamental Forever continue to reduce waste and continue to

improve Putting out fires is not improvement of the process

6. “Institute Training” Management must provide the setting where

workers can be succesful Management must remove the inhibitors to good

work Management needs an appreciation of variation This is management’s new role

69


7. “Adopt And Institute Leadership” Remove barriers to pride of workmanship Know the work they supervise Know the difference between special and common

cause of variation

8. “Drive Out Fear” The common denominator of fear Fear of knowledge Performance appraisals Management by fear or numbers

70


9. “Break Barriers Between Staff Areas” Know your internal suppliers and customers Promote team work

10. “Eliminate Slogans, Exhortations And Targets” They generate frustration and resentment Use posters that explain what management is doing

to improve the work environment

71


11. “Eliminate Numerical Quotas” They impede quality They reduce production The person’s job becomes meeting a quota

12. “Remove Barriers That Rob Pride Of Workmanship” Performance appraisal systems Production rates Financial management systems Allow people to take pride in their workmanship

72


13. “Institute Programs For Education And Self Improvement” Commitment to lifelong employment Work with higher education needs Develop team building skills

14. “Put Everybody In The Company To Work For This Transformation” Struggle over the 14 points Take pride in new philosophy Include the critical mass of people in the change

73

Deming’s Cycle

Act

A

P

D

C

Plan

Do

Check

A

P

D

C

Plan

Do

Check

A

P

D

C

What are we trying toaccomplish?

How will we know that achange is an improvement?

AIM

MEASURE

What change can we make thatwill result in improvement?

Selecting Change

74

Deming Wheel: PDCA Cycle

1. PlanIdentify

problem and

develop plan

for

improvement.

2. DoImplement plan

on a test basis.

3. Study/CheckAssess plan; is it

working?

4. ActInstitutionalize

improvement;

continue cycle.

75

Deming’s Plan-Do-Check-Act

"Continuous improvement is better than delayed perfection." - Mark Twain

76

Total Quality Management

(TQM)

77

78

Total Quality Management (TQM)

Started in the early 1980s, Deming/Juran philosophy as the focal point

Emphasis on widespread training, quality awareness

Training often turned over to HR function

Not enough emphasis on quality control and improvement tools, poor follow-through, no project-by-project implementation strategy

TQM has been unsuccessful in many companies

79

The Juran Trilogy

1. Planning

2. Control

3. Improvement

These three processes are interrelated

Control versus breakthrough

Project-by-project improvement

Emphasizes a more strategic and planning oriented approach to quality than does Deming

Total Quality Management1. The primary focus is on process improvement

2. Most of the variation in a process is due to the system and not the individual

3. Teamwork is an integral part of a quality management organization

4. Customer satisfaction is a primary organizational goal

5. Organizational transformation must occur in order to implement quality management

6. Fear must be removed from organizations

7. Higher quality costs less not more but it requires an investment in training

80

81

Planned, aligned, customer focused efforts by all

Many employees work towards company objectives

All employees work towards their own/departmental objectives

There are a few employees trying to work towards their own/departmental objectives

* *

* *

4

2

3

1

Total Quality

Source: Ahmet Tunçay, General Secretary of Kalder Ankara Branch, 2007.

82

Key Principles of TQM

• Devotion to customer satisfaction • Continuous decrease in undesirable variation • KAIZEN: continuous improvement • Teamwork • System and technology development for competition • Planning for future • Supplier improvement and participation • Leadership • Communication and mutual respect • Continuous education • Measurement and statistics • Employee involvement and empowerment • Scientific approach to problem solving

83

TQM Organization

Lean

Cross-functional teams

Leadership

Facilitation / support

Employee involvement and empowerment

Total Quality ManagementCommitment to quality throughout organization

Principles of TQM

Customer-oriented

Leadership

Strategic planning

Employee responsibility

Continuous improvement

Cooperation

Statistical methods

Training and education

84

TQM and…

… Partnering a relationship between a company and its

supplier based on mutual quality standards

… Customers system must measure customer satisfaction

… Information Technology infrastructure of hardware, networks, and

software necessary to support a quality program

85

Quality Improvement and Role of Employees

Participative problem solving

employees involved inquality management

every employee hasundergone extensivetraining to providequality service toDisney’s guests

86

PresentationImplementation

Monitoring

SolutionProblem results

Problem AnalysisCause and effect

Data collection and

analysis

Problem

IdentificationList alternatives

Consensus

Brainstorming

TrainingGroup processes

Data collection

Problem analysis

Organization8-10 members

Same area

Supervisor/moderator

Quality Circle

87

Strategic Implications of TQM

Strong leadership Goals, vision, or mission Operational plans and policies Mechanism for feedback

88

TQM in Service Companies

Principles of TQM apply equally well to servicesand manufacturing

Services and manufacturing companies havesimilar inputs but different processes andoutputs

Services tend to be labor intensive Service defects are not always easy to measure

because service output is not usually a tangibleitem

89

Quality Attributes in Service

Benchmark “best” level of quality

achievement one company or companies seek to achieve

Timelinesshow quickly a service is

provided

“quickest, friendliest, most

accurate service

available.”

3-90

TQM

Encompasses entire organization, from supplier to customer

Stresses a commitment by management to have a continuing, companywide drive toward excellence in

all aspects of products and services that are important to the customer

91

Seven Concepts of TQM

1. Continuous Improvement2. Six Sigma3. Employee Empowerment4. Benchmarking5. Just-in-time (JIT)6. Taguchi Concepts7. Knowledge of TQM Tools

92

Continuous Improvement

"Continuous improvement is better than delayed perfection." - Mark Twain

93

Continuous Improvement

Represents continual improvement of all processes

Involves all operations and work centers including suppliers and customers

People, Equipment, Materials, Procedures

94

Quality Improvement

Traditional

Time

Qu

alit

y

95

Continuous Improvement Philosophy

1. KAIZEN (KAI:Değişim/Gelişim ZEN:Daha İyiye): Japanese term for continuous improvement. step-by-step improvement of business processes.

2. PDCA: Plan-do-check-act as defined by Deming.

Plan Do

Act Check

3. Benchmarking : what do top performers do?

96

Tools used for continuous improvement

1. Process flowchart

97


2. Run Chart

Performance

Time

98


3. Control Charts

Performance Metric

Time

99

What is a Control Chart?

A control chart is a presentation of data in which thecontrol values are plotted against time

Control charts have a central line, upper and lowerwarning limits, and upper and lower action limits

Immediate visualisation of problems

100

Control chart-illustration of construction

0 10 20 30 40 50 60 70 80 90 1000.8

0.9

1.0

1.1

1.2

1.3

X-chart Copper

Warning limitAction limit

Central line

Control value

101

When to Take Action?

• One point plots outside the Action Limits

• Two consecutive points plots between the Warningand Action Limits

• Eight consecutive points plot on one side of theCenter Line

• Six points plots steadily increasing or decreasing

• When an unusual or nonrandom pattern is observed

102

When to Take Action?

-4

-3

-2

-1

0

1

2

3

4

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Month

103


4. Cause and effect diagram (fishbone)

Environment

Machine Man

Method Material

104


5. Check sheet

Item A B C D E F G

-------

-------

-------

√ √ √

√ √

√ √

√

√

√ √

√ √ √

√

√

√

√

√ √

105


6. Histogram

Frequency

106


7. Pareto Analysis

A B C D E F

Fre

quen

cy

Per

centa

ge

50%

100%

0%

75%

25%10

20

30

40

50

60

107

Six Sigma

108

Six Sigma

Two meanings

Statistical definition of a process that is99.9997% capable, 3.4 defects per millionopportunities (DPMO)

A program designed to reduce defects, lowercosts, and improve customer satisfaction

109

Two meanings

Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO)

A program designed to reduce defects, lower costs, and improve customer satisfaction

Six Sigma

Mean

Lower limits Upper limits

3.4 defects/million

±6

2,700 defects/million

±3

Figure 6.4

110

Six Sigma Management1. Define: The problem to be solved needs to be defined along with

the costs, benefits of the project, and the impact on the customer.2. Measure: Definitions for each Critical-To-Quality (CTQ)

characteristic must be developed. In addition, the measurementprocedure must be verified so that it is consistent over repeatedmeasurements.

3. Analyze: The root causes why defects can occur need to bedetermined along with the variables in the process that cause thedefects to occur. Data are collected to determine the underlyingvalue for each process variable, often using control charts.

4. Improve: The importance of each process variable on the CTQcharacteristic are studied using designed experiments. Theobjective is to determine the best level for each variable that can bemaintained in the long run.

5. Control: The objective is to maintain the gains that have been madewith a revised process in the long term by avoiding potentialproblems that can occur when a process is changed.

111

Six Sigma

A process for developing and delivering nearperfect products and services

Measure of how much a process deviatesfrom perfection

3.4 defects per million opportunities

Champion

an executive responsible for project success

112

3-113

Black Belts and Green Belts

Black Belt– project leader

Master Black Belt– a teacher and mentor for Black Belts

Green Belts– project team members

3.4 DPMO

67,000 DPMO

cost = 25% of

sales

DEFINE CONTROLIMPROVEANALYZEMEASURE

Six Sigma: DMAIC

114

Employee Empowerment

Getting employees involved in product and process improvements

85% of quality problems are due

to process and material

Techniques

Build communication networks that include employees

Develop open, supportive supervisors

Move responsibility to employees

Build a high-morale organization

Create formal team structures115

Benchmarking

Selecting best practices to use as a standard for performance

1. Determine what to benchmark

2. Form a benchmark team

3. Identify benchmarking partners

4. Collect and analyze benchmarking information

5. Take action to match or exceed the benchmark

116

Just-in-Time (JIT)

Relationship to quality:

JIT cuts the cost of quality

JIT improves quality

Better quality means less inventory and better, easier-to-employ JIT system

117

Just-in-Time (JIT)

‘Pull’ system of production scheduling including supply management

Production only when signaled

Allows reduced inventory levels

Inventory costs money and hides process and material problems

Encourages improved process and product quality

118

Just-In-Time (JIT) Example

ScrapUnreliable Vendors

Capacity Imbalances

Work in process inventory level

(hides problems)

119

Just-In-Time (JIT) ExampleReducing inventory reveals problems so they can be solved

ScrapUnreliable Vendors

Capacity Imbalances

120

Taguchi’s Contribution

In the early 1980s, Prof. Genechi Taguchi introduced his approach to using experimentaldesign for;

1) Designing products or processes so that they are robust to environmental conditions.

2) Designing/developing products so that they are robust to component variation.

3) Minimizing variation around a target value.

By robust, we mean that the product or process performs consistently on target and is relatively insensitive to factors that are difficult to control.

3-121

Taguchi Philosophy

3 stages in a product’s (or process’s)

development:

1) System design: uses scientific and

engineering principles to determine

the basic configuration.

2) Parameter design: specific values for the system parameters are determined.

3) Tolerance design: determine the best tolerances for the parameters.

3-122

Taguchi Philosophy

Recommends: statistical experimental

design methods have to be used for

quality improvement, particularly

during parameter and tolerance

design phases.

Key component: reduce the variability around the target (nominal) value.

3-123

Taguchi Concepts

Engineering and experimental design methods to improve product and process design

Identify key component and process variables affecting product variation

Taguchi Concepts

Quality robustness

Quality loss function

Target-oriented quality

124

Quality Robustness

Ability to produce products uniformly in adverse manufacturing and environmental conditions

Remove the effects of adverse conditions

Small variations in materials and process do not destroy product quality

Quality Loss Function Shows that costs increase as the product

moves away from what the customer wants

Costs include customer dissatisfaction, warranty and service, internal scrap and repair, and costs to society

Traditional conformance specifications are too simplistic

126

Unacceptable

Poor

Good

Best

Fair

Quality Loss Function

High loss

Loss (to producing organization, customer, and society)

Low loss

Frequency

Lower Target Upper

Specification

Target-oriented quality yields more product in the “best” category

Target-oriented quality brings product toward the target value

Conformance-oriented quality keeps products within 3 standard deviations

Figure 6.5

L = D2Cwhere

L = loss to society

D = distance from target value

C = cost of deviation

127

128

Use of Simple Scientific Tools for TQM

1. Pareto analysis

2. Flowcharts

3. Check sheets

4. Histograms

5. Scatter diagrams

6. Control charts

7. Fishbone diagram

Chapter 3

• Process Approach

• Process Improvement

• Tools and Techniques

129

Process Approach

130

What is the meaning of Process?

131

A process is a set of activities that interact to achieve a result.

132

Statistical Methods for Quality

135

What is the Process Approach?

139

Risk-based thinking...

140

PDCA...

142

The Process Approach in ISO 9001:2015

143


144


145


146


147


148


149


150


151


152


Tools & Techniques

153

Quality Improvement Tools

154

Quality Improvement Tools

155

Brainstorming

Everyone participates

Go round robin and only one person speaks at a time

No discussion of ideas

There is no such thing as a dumb idea

Pass when necessary

Use “BIG” yellow sticky notes and write only 1 idea per sticky note

One person assigned as scribe

For a complicated issue, the session could last 30-45 minutes…or longer!

156

Use a Nominal Group Technique

To focus brainstorming results

An internet search on

“Nominal Group Technique”

Will yield many examples and methods

to apply this technique

Nominal Group Technique

157

Flow Diagrams

Build a common understanding of a whole process

Develop process thinking

Improve a process

Standardize a process

Why is flow diagramming helpful?

158

Understand the root causes of a problemBEFORE you put a “solution” into place

Investigate the Root Causes

159

Cause & Effect Diagrams

Identify and display many different possible causes for a problem

See the relationships between the many causes

Helps determine which data to collect

Why are cause and effect diagrams helpful?

160

Cause & Effect Diagrams

Bones should not include solutions

Bones should not include lists of process steps

Bones include the possible causes

Better understand the current

situation…..

Now begin to develop a change.

161

Clearly define the focused problem

Use brainstorming to identify possible causes

Sort causes into reasonable clusters (no less than 3, not more than 6)

Label the clusters (consider people, policies, procedures, materials if you have not already identified labels)

Develop and arrange bones in each cluster

Check the logical validity of each causal chain

How To Construct Cause & Effect Diagrams

162

The 7 Basic Quality Tools for Process Improvement

http://asq.org/learn-about-quality/seven-basic-quality-tools/overview/overview.html

3-163

Seven Quality Control Tools

Pareto Analysis Flow Chart Check Sheet Histogram

Scatter Diagram SPC Chart Cause-and-Effect

Diagram

Quality pros have many names for these seven basic tools ofquality, first emphasized by Kaoru Ishikawa, a professor ofengineering at Tokyo University and the father of “qualitycircles.”

164

http://asq.org/about-asq/who-we-are/bio_ishikawa.html

Cause-and-effect diagram (also called Ishikawa or fishbone chart):Identifies many possible causes for an effect or problem and sorts ideasinto useful categories.Check sheet: A structured, prepared form for collecting and analyzingdata; a generic tool that can be adapted for a wide variety of purposes.Control charts: Graphs used to study how a process changes over time.Histogram: The most commonly used graph for showing frequencydistributions, or how often each different value in a set of data occurs.Pareto chart: Shows on a bar graph which factors are more significant.Scatter diagram: Graphs pairs of numerical data, one variable on eachaxis, to look for a relationship.Stratification: A technique that separates data gathered from a variety ofsources so that patterns can be seen (some lists replace “stratification”with “flowchart” or “run chart”).

• Excerpted from Nancy R. Tague’s The Quality Toolbox, Second Edition, ASQQuality Press, 2005, page 15.

Seven Quality Control Tools

3-165

http://asq.org/learn-about-quality/cause-analysis-tools/overview/fishbone.html

http://asq.org/learn-about-quality/data-collection-analysis-tools/overview/check-sheet.html

http://asq.org/learn-about-quality/data-collection-analysis-tools/overview/control-chart.html

http://asq.org/learn-about-quality/data-collection-analysis-tools/overview/histogram.html

http://asq.org/learn-about-quality/cause-analysis-tools/overview/pareto.html

http://asq.org/learn-about-quality/cause-analysis-tools/overview/scatter.html

http://asq.org/learn-about-quality/data-collection-analysis-tools/overview/stratification.html

http://asq.org/quality-press/display-item/index.html?item=H1224

Tools of TQM

Tools for Generating Ideas

Check sheets

Scatter diagrams

Cause-and-effect diagrams

Tools to Organize the Data

Pareto charts

Flowcharts

166

Tools of TQM

Tools for Identifying Problems

Histogram

Statistical process control chart

167

/

/

/ / /// /

// ///

// ////

///

//

/

Hour

Defect 1 2 3 4 5 6 7 8

A

B

C

/

/

//

/

Seven Tools of TQM

Check Sheet: An organized method of recording data

168

Seven Tools of TQM

Scatter Diagram: A graph of the value of one variable vs. another variable

Absenteeism

Pro

du

cti

vit

y

169

Seven Tools of TQM

Cause-and-Effect Diagram: A tool that identifies process elements (causes) that might effect an outcome

Cause

Materials Methods

Manpower Machinery

Effect

170

Seven Tools of TQM

Pareto Chart: A graph to identify and plot problems or defects in descending order of frequency

Fre

qu

en

cy

Pe

rce

nt

A B C D E

171

Seven Tools of TQM

Flowchart (Process Diagram): A chart that describes the steps in a process

172

Seven Tools of TQM

Histogram: A distribution showing the frequency of occurrences of a variable

Distribution

Repair time (minutes)

Fre

qu

en

cy

173

Seven Tools of TQM

Statistical Process Control Chart: A chart with time on the horizontal axis to plot values of a statistic

Upper control limit

Target value

Lower control limit

Time

174

Cause-and-Effect Diagrams

Material(ball)

Method(shooting process)

Machine(hoop &

backboard)

Manpower(shooter)

Missed free-throws

Rim alignment

Rim size

Backboard stability

Rim height

Follow-through

Hand position

Aiming point

Bend knees

Balance

Size of ball

Lopsidedness

Grain/Feel (grip)

Air pressure

Training

Conditioning Motivation

Concentration

Consistency

175

Pareto Charts

Number of

occurrences

Room svc Check-in Pool hours Minibar Misc.72% 16% 5% 4% 3%

12

4 3 2

54

– 100

– 93– 88

– 72

70 –

60 –

50 –

40 –

30 –

20 –

10 –

0 –

Fre

qu

en

cy (

nu

mb

er)

Causes and percent of the total

Cu

mu

lati

ve p

erc

en

t

Data for October

176

Flow Charts

MRI Flowchart

1. Physician schedules MRI2. Patient taken to MRI3. Patient signs in4. Patient is prepped5. Technician carries out MRI6. Technician inspects film

7. If unsatisfactory, repeat8. Patient taken back to room9. MRI read by radiologist10. MRI report transferred to

physician11. Patient and physician discuss

11

10

20%

9

880%

1 2 3 4 5 6 7

177

Statistical Process Control (SPC)

Uses statistics and control charts to tell when to take corrective action

Drives process improvement

Four key steps

Measure the process

When a change is indicated, find the assignable cause

Eliminate or incorporate the cause

Restart the revised process

178

An SPC Chart

Upper control limit

Coach’s target value

Lower control limit

Game number

| | | | | | | | |

1 2 3 4 5 6 7 8 9

20%

10%

0%

Plots the percent of free throws missed

179

Chapter 4

• Quality and Productivity

180

Quality & Productivity

181

182

Quality Control

Significance Quality Control

184

Methods of Quality Control

185

Methods of Quality Control

186

Productivity

187

Dikkat

188

Significance

189

Measurement of Productivity

190

Örnek

191

Örnek

192

Örnek

193

Factors Influencing Productivity

194


195


196


Quality Management and Productivity

Productivity

– ratio of output to input

Yield: a measure of productivity

Yield=(total input)(% good units) + (total input)(1-%good units)(% reworked)

or

Y = (I) (%G) + (I) (1-%G) (%R)

3-197

198

Yield=(total input)(% good units) + (total input)(1-%good units)(% reworked)

or

Y = (I) (%G) + (I) (1-%G) (%R)

Product Cost

Y

RKIK rd ))(())(( Product Cost

where:

Kd = direct manufacturing cost per unit

I = input

Kr = rework cost per unit

R = reworked units

Y = yield

200

201

Y


where:

Kd = direct

manufacturing cost per

unit

I = input


R = reworked units

Y = yield

Computing ProductYield for Multistage Processes

Y = (I)(%g1)(%g2) … (%gn)

where:

I = input of items to the production process that will

result in finished products

gi = good-quality, work-in-process products at stage i

203

204

Y = (I)(%g1)(%g2) … (%gn)

where:

I = input of items to the production process that will result in finished

products

gi = good-quality, work-in-process products at stage i

Quality–Productivity Ratio

QPR

– productivity index that includes productivity and quality costs

QPR =

(non-defective units)

(input) (processing cost) + (defective units) (reworked cost)

206

208

Örnek

Chapter 5

• Cost of Quality

210

Cost of Quality

211

Product Cost

Y


where:

Kd = direct manufacturing cost per unit

I = input


R = reworked units

Y = yield

212

214

The Challenger Disaster What Really Happened!

The Cost of poor Quality !

215

Chernobyl Disaster What Really Happened

216

https://www.youtube.com/watch?v=BfKm0XXfiis

https://www.youtube.com/watch?v=DOWD0CBxE7w


217


218

Cost of Quality

Cost of Achieving Good QualityPrevention costs

costs incurred during product design

Appraisal costscosts of measuring, testing, and analyzing

Cost of Poor Quality Internal failure costs

include scrap, rework, process failure, downtime, andprice reductions

External failure costs include complaints, returns, warranty claims, liability, and

lost sales

219

Cost of Quality

1. Prevention costs

2. Appraisal costs

3. Internal failure costs

4. External failure costs

5. Opportunity costs

220

Costs of Quality

Prevention costs - reducing the potential fordefects

Appraisal costs - evaluating products, parts, andservices

Internal failure - producing defective parts orservice before delivery

External costs - defects discovered afterdelivery

221

External Failure

Internal Failure

Prevention

Costs of Quality

Appraisal

Total

Cost

Quality Improvement

Total Cost

222

Prevention Costs Quality planning costs

costs of developing and implementing quality managementprogram

Product-design costs costs of designing products with quality characteristics

Process costs costs expended to make sure productive process conforms to

quality specifications

Training costs costs of developing and putting on quality training programs for

employees and management

Information costs costs of acquiring and maintaining data related to quality, and

development of reports on quality performance

223

Appraisal Costs

Inspection and testing costs of testing and inspecting materials, parts, and product

at various stages and at the end of a process

Test equipment costs costs of maintaining equipment used in testing quality

characteristics of products

Operator costs costs of time spent by operators to gar data for testing

product quality, to make equipment adjustments to maintain quality, and to stop work to assess quality

224

Internal Failure Costs Scrap costs

costs of poor-quality products that must be discarded, includinglabor, material, and indirect costs

Rework costs costs of fixing defective products to conform to quality

specifications

Process failure costs costs of determining why production process is producing poor-

quality products

Process downtime costs costs of shutting down productive process to fix problem

Price-downgrading costs costs of discounting poor-quality products—that is, selling products

as “seconds”

225

External Failure Costs Customer complaint costs

costs of investigating and satisfactorily responding to a customer complaint resulting from a poor-quality product

Product return costs costs of handling and replacing poor-quality products returned by

customer

Warranty claims costs costs of complying with product warranties

Product liability costs litigation costs resulting from product liability and customer

injury

Lost sales costs costs incurred because customers are dissatisfied with poor

quality products and do not make additional purchases

226

Measuring and Reporting Quality Costs

Index numbers ratios that measure quality costs against a base value

labor index– ratio of quality cost to labor hours

cost index– ratio of quality cost to manufacturing cost

sales index– ratio of quality cost to sales

production index– ratio of quality cost to units of final product

227

Quality–Cost Relationship

Cost of qualityDifference between price of nonconformance

and conformance

Cost of doing things wrong20 to 35% of revenues

Cost of doing things right3 to 4% of revenues

Profitability In the long run, quality is free

228

Quality-Related Costs

Prevention costs activities to keep unacceptable products from being

generated and to keep track of the process

Appraisal costs activities to maintain control of the system

Correction costs activities to correct conditions out of control, including

errors

229

Prevention Costs Quality planning and engineering New products review Product/process design Process control Burn-in Training Quality data acquisition and analysis

230

Appraisal Costs

Inspection and test of incoming material Product inspection and test Materials and services consumed Maintaining accuracy of test equipment

231

Correction Costs

1. Internal Failure Costs

Scrap

Rework

Retest

Failure analysis

Downtime

Yield losses

Downgrading (off-specing)

232

Correction Costs

2. External Failure Costs

Complaint adjustment

Returned product/material

Warranty charges

Liability costs

Indirect costs

233

Chapter 6

• Quality Awards and Setting Quality Standards

234

235

Quality Awards

• Deming Prize1951

• Malcolm Baldrige Quality Award 1988

• EFQM Quality Awards1992

• National Quality Award (based on EFQM model)

1993

Baldrige Award

• Created in 1987 to stimulate growth of quality management in the United States

• Categories Leadership Information and analysis Strategic planningHuman resource FocusProcess managementBusiness resultsCustomer and market focus

236

Other Awards for Quality

• National individual awards

Armand V. FeigenbaumMedal

Deming Medal

E. Jack Lancaster Medal

Edwards Medal

Shewart Medal

Ishikawa Medal

• International awards

European Quality Award

Canadian Quality Award

Australian Business Excellence Award

Deming Prize from Japan

237

www.iso.org

International Organization for Standardization

www.iso.org

International Organization for Standardization

238

Overview of ISO

9001 and ISO 14001by Roger Frost

e-mail [email protected]

Manager, Communication Services

2009-01-08

239

ISO 9001 and ISO 14001 in brief

• ISO 9001 and ISO 14001 are among ISO's most well known standards ever.

• They are implemented by more than a millionorganizations in some 175 countries.

• ISO 9001 helps organizations to implement quality management.

• ISO 14001 helps organizations to implement environmental management.

240

Quality Management

• ISO 9001 is for quality management.

• Quality refers to all those features of a product (or service) which are required by the customer.

• Quality management means what the organization does to

• ensure that its products or services satisfy the customer's quality requirements and

• comply with any regulations applicable to those products or services.

241

Quality management (cont.)

• Quality management also means what the organization does to

• enhance customer satisfaction, and

• achieve continual improvement of its performance.

242

Environmental management

• ISO 14001 is for environmental management. This means what the organization does to:

• minimize harmful effects on the environment caused by its activities,

• to conform to applicable regulatory requirements, and to

• achieve continual improvement of its environmental performance.

243

Generic standards

ISO 9001 and ISO 14001 are generic standards.Generic means that the same standards can be applied:

• to any organization, large or small, whatever its product or service,

• in any sector of activity, and• whether it is a business enterprise, a public

administration, or a government department.

244

Generic standards (cont.)

Generic also signifies that

• no matter what the organization's scope of activity

• if it wants to establish a quality management system, ISO 9001 gives the essential features

• or if it wants to establish an environmental management system, ISO 14001 gives the essential features.

245

Management systems

• Management system means what the organization does to manage its processes, or activities in order that

• its products or services meet the organization’s objectives, such as

• satisfying the customer's quality requirements,

• complying to regulations, or

• meeting environmental objectives

246

Management systems

• To be really efficient and effective, the organization can manage its way of doing things by systemizing it.

• Nothing important is left out.

• Everyone is clear about who is responsible for doing what, when, how, why and where.

• Management system standards provide the organization with an international, state-of-the-art model to follow.

247

Management systems (cont.)

• Large organizations, or ones with complicated processes, could not function well without management systems.

• Companies in such fields as aerospace, automobiles, defence, or health care devices have been operating management systems for years.

• The ISO 9001 and ISO 14001 management system standards now make these successful practices available for all organizations.

248

Processes, not products

• Both ISO 9001 and ISO 14001 concern the way an organization goes about its work.

• They are not product standards.

• They are not service standards.

• They are process standards.

• They can be used by product manufacturers and service providers.

249

Processes, not products (cont.)

• Processes affect final products or services.

• ISO 9001 gives the requirements for what the organization must do to manage processes affecting quality of its products and services.

• ISO 14001 gives the requirements for what the organization must do to manage processes affecting the impact of its activities on the environment.

250

Certification and registration

• Certification is known in some countries as registration.

• It means that an independent, external body has audited an organization's management system and verified that it conforms to the requirements specified in the standard (ISO 9001 or ISO 14001).

• ISO does not carry out certification and does not issue or approve certificates

251

Accreditation

• Accreditation is like certification of the certification body.

• It means the formal approval by a specialized body -an accreditation body - that a certification body is competent to carry out ISO 9001 or ISO 14001certification in specified business sectors.

• Certificates issued by accredited certification bodies -and known as accredited certificates - may be perceived on the market as having increased credibility.

• ISO does not carry out or approve accreditations.

252

Certification not a requirement

• Certification is not a requirement of ISO 9001 or ISO 14001.

• The organization can implement and benefit from an ISO 9001 or ISO 14001 system without having it certified.

• The organization can implement them for the internal benefits without spending money on a certification programme.

253

Certification is a business decision

• Certification is a decision to be taken for business reasons:

• if it is a contractual, regulatory, or market requirement,

• If it meets customer preferences

• it is part of a risk management programme, or

• if it will motivate staff by setting a clear goal.

254

ISO does not certify

• ISO does not carry out ISO 9001 or ISO 14001 certification.

• ISO does not issue certificates.• ISO does not accredit, approve or control the

certification bodies.• ISO develops standards and guides to encourage

good practice in accreditation and certification.

255

The ISO 9000 family

• ISO 9001 is the standard that gives the requirementsfor a quality management system.

• ISO 9001:2008 is the latest, improved version.

• It is the only standard in the ISO 9000 family that canbe used for certification.

• There are 16 other standards in the family that canhelp an organization on specific aspects such as performance improvement, auditing, training…

256

The ISO 14000 family

• ISO 14001 is the standard that gives the requirements for an environmental management system.

• ISO 14001:2004 is the latest, improved version.

• It is the only standard in the ISO 14000 family thatcan be used for certification.

• The ISO 14000 family includes 21 other standardsthat can help an organization specific aspects such as auditing, environmental labelling, life cycle analysis…

257

Benefits of ISO 9001 and ISO 14001

• International, expert consensus on state-of-the-art practices for quality and environmental management

• Common language for dealing with customers and suppliers worldwide

• Increase efficiency and effectiveness

• Model for continual improvement

258

Benefits of ISO 9001 and ISO 14001 (cont.)

• Model for satisfying customers and otherstakeholders

• Build quality into products and services from design onwards

• Address environmental concerns of customers and public, and comply with government regulations

• Integrate with global economy

259


• Sustainable business

• Unifying base for industry sectors

• Qualify suppliers for global supply chains

• Technical support for regulations

260


• Transfer of good practice to developing countries

• Tools for new economic players

• Regional integration

• Facilitate rise of services

261

More information

• ISO 9000/ISO 14000 section on ISO Web site: www.iso.org

• ISO Management Systems magazinewww.iso.org/ims

• IMS Alerts free electronic newsletterwww.iso.org/imsalerts

262

http://www.iso.org/iso/home.htm

http://www.iso.org/ims

http://www.iso.org/imsalerts

263

ISO 9000 and TQM

Satisfaction needs

FundamentalsISO 9000

Industrial /

technological

needs

Requirements for

competition

Integration

264

EFQM Excellence Model

EFQM Award Winners From Turkey

1996 Brisa

Netaş

1997 Beksa

1998 BEKO

2000 Arçelik

Vitra

265

266

Common Characteristics of EFQM Award Winners

The way they look at reasons of doing business radically

Different approach to business performance measurement

Advanced use of quality tools

Breakthrough techniques

Superior leadership and policy deployment

Understanding how these produce superior business results

Continuous self-assessment / improvement

Fact based management on a defined set of performance indicators

Source: John Kelly, Manager, European Quality Journal, 1999

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